Technical Support Representative, Tier 1

Beanfield Technologies Inc. • Toronto, ON

9h • CA$23 - CA$25

About The Position

As a Tier 1 Technical Support Representative, you’ll be the first line of defence in delivering top-tier technical assistance to our residential customers. Reporting directly to the Tier 1 Technical Support Manager, you’ll play a crucial role in troubleshooting, provisioning, and ensuring seamless customer experiences. If you thrive in a fast-paced environment, enjoy working with cutting-edge networking technologies, and love helping people, this role is for you!

Requirements

• 1-2 years of work experience in Telecom tech support roles.
• Knowledge on routed protocols such as TCP/IP version 4 as well as an understanding of CIDR address allocation.
• IP allocation mechanisms such as DHCP, static assignments, and subnetting

Nice To Haves

• Understanding of GPON is an asset.
• Bilingual English and French considered preferred.

Responsibilities

• Provision, hand-off, and support Beanfield residential services such as home phone, IPTV, Internet
• Configure and troubleshoot customer-facing network infrastructures such as Cisco IOS/XR/XE, GPON
• Troubleshoot and identify customer LAN issues, including WIFI configuration and general support during remote and/or on-site support.
• Identify trends and usage patterns for the purpose of identifying network events that may require escalation.
• Follow standard helpdesk procedures.
• Assist Customer Experience Analysts, Installers, and other departments as needed.
• Maintain current knowledge of industry trends, concepts, practices, and procedures and potential impact on business.
• Must be available 24/7 for all shifts.
• Any future front-line issues that might be created because of new products/services as well as any other duties as assigned by your manager.

Benefits

• A united, values-driven culture that genuinely cares about people, collaboration, and community.
• A comprehensive total rewards package, including Traditional Spending Account (TSA) and Health Care Spending Account (HCSA) coverage to support your physical, mental, and financial well-being.
• An additional five (5) personal care days, giving you extra flexibility to recharge, reset, or take care of what matters most.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed